Press Release

The SWIFT GPI service - among the best marketing cases in Ukraine

The SWIFT GPI foreign payment tracking service was awarded in the Brand Experience category at the X-Ray competition by MMR.ua.

SWIFT GPI is a tool that allows customers to track international payments online in real time. It's like package tracking, only instead of a box-it's money. No calls or waiting, directly in Raiffeisen Business Online internet banking.

During wartime, after the introduction of currency restrictions and new regulatory rules, delays in payments from correspondent banks often led customers to ask questions like, "Why hasn't the money arrived yet?" Now, this question is no longer an issue for customers.

Today, business clients working with foreign counterparties can see in their internet banking - 24/7 - exactly where a payment is, which banks are involved in processing it, how long the processing takes, and even whether additional fees were charged.

"Raiffeisen provided customers not just with support, but with a tool for full control and transparency. To develop the new service, we applied service design methodology, conducted 20 in-depth interviews with clients, processed 1,000 online surveys, carried out market research, created a hypothesis map, and devised the solution,"* said Yulia Pokrovska, Head of Corporate Business Product Development at Raiffeisen Bank.

"Trust is built not only on service but on the confidence that your payment hasn't disappeared - it's being processed. Because when your money is 'on track,' business can sleep easier, even in the most turbulent times. Today, all our corporate clients purchasing goods and services abroad have free access to SWIFT GPI. For them, it's not just convenience - it's a survival tool that allows them to adapt to market conditions and new currency rules without losing control," said Viktoria Soldatova, Head of Client Foreign Economic Activity Analysis and Support at Raiffeisen Bank.

"The results speak for themselves: the number of hotline inquiries has decreased by 50%, fund crediting has accelerated by 6-24 hours, and customer satisfaction has significantly increased. This confirms that Raiffeisen transforms needs into effective solutions. We don't create digital products in a vacuum - we listen to businesses, test hypotheses, and collaboratively build a new customer experience," noted Miroslava Sokira, Head of Remote Service Development.